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Clarity of purpose fuels its customer devotion. Zappos wants to be known as a service company that happens to sell shoes, handbags and an expanding array of products in the future. The lens through which the company ...
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Scooped by Trish Sadar |
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Zappos’ clarity of purpose – that doing the right thing for the customer is ultimately the right thing for the business – transcends any short-term gain it might get by pushing the customer toward another shoe they have in stock.
Clarity for being a service business first gives Customer Loyalty Reps energy and a compass for decision making.